Who can apply: Only open to applicants in: New York.
Location as listed by the employer: “Remote; New York City”
Apply on Miter's site ↗
Opens the employer's official application page.
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About this role
Miter is hiring for a Manager, Customer Support role (full-time). See the official posting for full details.
Requirements
- 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company.
- Enough payroll depth to hold your own on construction-specific complexity — certified payroll, prevailing wage, union fringes, and multi-state field crews — or a demonstrated ability to get there fast.
- A track record of hitting and improving SLA and productivity targets for a queue-driven team.
- Experience hiring, onboarding, and developing support ICs; building or refining specialization/escalation paths.
- Comfort operating in a fast-paced, ticket- or queue-driven environment.
- Fluency in help desk/ticketing platforms (Pylon, Zendesk, Intercom, Front) — configuring queues, routing, macros, and reporting, not just using them.
- Comfort building and reading support metrics (SLA, CSAT, cases/day, backlog) and acting on them.
- A strong enough grasp of the payroll/tax/benefits domain to be the team's escalation point and QA complex cases.
Summarized from the employer's posting — check the full posting for every requirement.
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